Customer Service Specialist

K1

[Unit 01] - Business Knowledge and Understanding - 1.1 Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation

K2

[Unit 01] - Business Knowledge and Understanding - 1.2 Understand the impact your service provision has on the wider organisation and the value it adds

K3

[Unit 01] - Business Knowledge and Understanding - 1.3 Understand your organisation’s current business strategy in relation to customers and make recommendations for its future

K4

[Unit 01] - Business Knowledge and Understanding - 1.4 Understand the principles and benefits of being able to think about the future when taking action or making service related decisions

K5

[Unit 01] - Business Knowledge and Understanding - 1.5 Understand a range of leadership styles and apply them successfully in a customer serviceenvironment

K6

[Unit 01] - Customer Journey knowledge - 2.1 Understand and critically evaluate the possible journeys of your customers, including challenges and the end-To-End experience

K7

[Unit 01] - Customer Journey knowledge - 2.2 Understand the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention

K8

[Unit 01] - Customer Journey knowledge - 2.3 Understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisation

K9

[Unit 01] - Customer Journey knowledge - 2.4 Understand commercial factors and authority limits for delivering the required customer experience

K10

[Unit 01] - Knowing your customers and their needs/ Customer Insight - 3.1 Know your internal and external customers and how their behaviour may require different approaches from you

K11

[Unit 01] - Knowing your customers and their needs/ Customer Insight - 3.2 Understand how to analyse, use and present a range of information to provide customer insight

K12

[Unit 01] - Knowing your customers and their needs/ Customer Insight - 3.3 Understand what drives loyalty, retention and satisfaction and how they impact on your organisation

K13

[Unit 01] - Knowing your customers and their needs/ Customer Insight - 3.4 Understand different customer types and the role of emotions in bringing about a successful outcome

K14

[Unit 01] - Knowing your customers and their needs/ Customer Insight - 3.5 Understand how customer expectations can differ between cultures, ages and social profiles

K15

[Unit 01] - Customer service culture and environment awareness - 4.1 Keep current, knowledge and understanding of regulatory considerations, drivers and impacts in relation to how you deliver for customers

K16

[Unit 01] - Customer service culture and environment awareness - 4.2 Understand your business environment and culture and the position of customer service within it

K17

[Unit 01] - Customer service culture and environment awareness - 4.3 Understand your organisation structure and what role each department needs to play in delivering customer service and what the consequences are should things go wrong

K18

[Unit 01] - Customer service culture and environment awareness - 4.4 Understand how to find and use industry best practice to enhance own knowledge

S1

[Unit 02] - Business focused service delivery - 1.1 Demonstrate a continuous improvement and future focused approach to customer service delivery including decision making and providing recommendations or advice

S2

[Unit 02] - Business focused service delivery - 1.2 Resolve complex issues by being able to choose from and successfully apply a wide range ofapproaches

S3

[Unit 02] - Business focused service delivery - 1.3 Find solutions that meet your organisations needs as well as the customer requirements

S4

[Unit 02] - Providing a positive customer experience - 2.1 Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes

S5

[Unit 02] - Providing a positive customer experience - 2.2 Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy

S6

[Unit 02] - Providing a positive customer experience - 2.3 Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps

S7

[Unit 02] - Providing a positive customer experience - 2.4 Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction

S8

[Unit 02] - Providing a positive customer experience - 2.5 Demonstrate a cost conscious mind-Set when meeting customer and the business needs

S9

[Unit 02] - Providing a positive customer experience - 2.6 Identifying where highs and lows of the customer journey produce a range of emotions in the customer

S10

[Unit 02] - Providing a positive customer experience - 2.7 Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format

S11

[Unit 02] - Working with your customers / customer insights - 3.1 Proactively gather customer feedback, through a variety of methods. critically analyse, and evaluate the meaning, implication and facts and act upon it

S12

[Unit 02] - Working with your customers / customer insights - 3.2 Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service

S13

[Unit 02] - Customer service performance - 4.1 Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome

S14

[Unit 02] - Customer service performance - 4.2 When managing referrals or escalations take into account historical interactions and challenges to determine next steps

S15

[Unit 02] - Service improvement - 5.1 Analyse the end to end service experience, seeking input from others where required,supporting development of solutions

S16

[Unit 02] - Service improvement - 5.2 Make recommendations based on your findings to enable improvement

S17

[Unit 02] - Service improvement - 5.3 Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

B1

[Unit 03] - Behaviours / Attitude - 1.1 Proactively keep your service, industry and best practice knowledge and skills up-To-Date

B2

[Unit 03] - Behaviours / Attitude - 1.2 Consider personal goals related to service and take action towards achieving them

B3

[Unit 03] - Ownership/ Responsibility - 2.1 Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation

B4

[Unit 03] - Ownership/ Responsibility - 2.2 Exercises pro-activity and creativity when identifying solutions to customer and organisationalissues

B5

[Unit 03] - Ownership/ Responsibility - 2.3 Make realistic promises and deliver on them

B6

[Unit 03] - Team working - 3.1 Work effectively and collaboratively with colleagues at all levels to achieve results

B7

[Unit 03] - Team working - 3.2 Recognise colleagues as internal customers

B8

[Unit 03] - Team working - 3.3 Share knowledge and experience with others to support colleague development

B9

[Unit 03] - Equality - 4.1 Adopt a positive and enthusiastic attitude being open minded and able to tailor your service to each customer

B10

[Unit 03] - Equality - 4.2 Be adaptable and flexible to your customer needs whilst continuing to work within the agreed customer service environment

B11

[Unit 03] - Presentation - 5.1 Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction

B12

[Unit 03] - Presentation - 5.2 Ensure your personal presentation, in all forms of communication, reflects positively on your organisation’s brand